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1-800-303-0656 (TTY/TDD: 711) 8 a.m. - 8 p.m., seven days a week

Plan documents

For your convenience, below are important forms and documents to help you easily manage your health coverage.

Learn more:

Privacy practices

  • Notice of Privacy Practices describes how medical information about you may be used and disclosed and how you can get access to this information.
  • HIPAA Privacy Practices and Forms contains privacy information and documentation related to the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Claim reimbursement forms

Influenza claim

As a member of Keystone 65 HMO or Personal Choice 65SM PPO, you are covered for an influenza vaccine each year. If you received your vaccine at a non-participating provider and paid out of pocket, you can use the following forms to apply for reimbursement.

Out-of-network claim

To request a reimbursement as a Personal Choice 65 PPO Member for a out-of-network claim, please complete the non-network claim form and submit to the Independence Blue Cross Claims Department at the address listed on the form.

Cataract glasses claim

Reimbursement claims for post-surgery cataract glasses and lenses for Independence Medicare Advantage members must be submitted by the provider. For questions regarding this matter, please contact Provider Services at 1-800-275-2583 (TTY 711) Monday to Friday, 8 a.m. to 6 p.m.

Summary of Benefits

2025 Summary of Benefits — updated 10/1/2024

 

Call us at 1-877-393-6733 (711 for the speech- and hearing-impaired), 8 a.m. to 8 p.m., seven days a week. However, please note that on weekends and holidays from March 31 through September 30, your call may be sent to voicemail.

Extra Help is available for those who need it most. Find out whether you qualify for Low Income Subsidy.

Evidence of Coverage and Outline of Coverage

The Evidence of Coverage (EOC) is a comprehensive resource guide to your health care coverage. It explains your benefits, premiums, and cost-sharing; conditions and limitations of coverage; and plan rules.

After you've joined the plan, you will receive the Evidence of Coverage in the mail. This is a legal document that should be kept in a safe place.

2025 Evidences of Coverage

 

MedigapFreedom Outlines of Coverage

Change Forms

Use a Change Form to move from one plan to another plan. For example, you can use a Change Form to move from Keystone 65 Preferred Rx HMO to Keystone 65 Select Rx HMO or Personal Choice 65 Medical-Only PPO to Personal Choice 65 Rx PPO. This change can only occur during a valid Election Period.

Please keep in mind that you cannot use a change form to switch between Personal Choice 65 PPO, a Blue Cross Medicare Advantage PPO Plan from QCC Insurance Company to Keystone 65 HMO, a Blue Cross Medicare Advantage HMO Plan from Keystone Health Plan East.

2025 Keystone 65 HMO

Keystone 65 HMO Change Form

Mail to:
Keystone 65 HMO
PO Box 7799
Philadelphia PA 19101-7799

2025 Personal Choice 65 PPO

Personal Choice 65 PPO Change Form

Mail to:
Personal Choice 65 PPO
PO Box 7799
Philadelphia PA 19101-7799

Annual Notice of Changes

2025 Keystone 65 HMO Annual Notice of Changes (ANOC) – updated 10/1/2024

2025 Personal Choice 65 Annual Notice of Changes (ANOC) – updated 10/1/2024

EFT form

Disenrollment instructions

If you’d like to switch or leave your current health plan, below are the disenrollment forms available to you. Not all plan changes require a form, and there are only certain times of year that you can switch plans throughout the year. Please read these important instructions regarding requesting disenrollment from the plan.

Medicare Advantage disenrollments

When can I make changes to my Medicare coverage?

  • Annual Enrollment Period (AEP) from October 15 through December 7 each year: Anyone can make any type of change for the following year including adding or dropping Medicare prescription drug coverage or changing to a new Medicare Advantage plan. The effective date for the newly selected plan is January 1 of the following year.
  • Open Enrollment Period (OEP) from January 1 through March 31 each year: Anyone enrolled in a Medicare Advantage plan (except for a Medicare Medical Savings Account/MSA) has an opportunity to enroll in a different Medicare Advantage plan or disenroll from their Medicare Advantage plan and return to Original Medicare. The effective date of the disenrollment from the MA plan is the first day of the month following the date the disenrollment request is received. Disenrollment requests received by MA organization in January are effective February 1; those received in February are effective March 1; and those received in March are effective April 1. The OEP does not provide an opportunity for those enrolled in Original Medicare to enroll in a Medicare Advantage plan, nor does it allow for Part D changes for individuals enrolled in Original Medicare, including those enrolled in stand-alone Part D plans.
  • Special Exceptions: You are unable to make changes at other times of the year, unless you meet certain special exceptions, such as moving out of the plan's service area, joining a plan in your area with a 5-star rating, or qualifying for extra help with your prescription drug costs. If you qualify for extra help with your prescription drug costs you may enroll in, or disenroll from, a plan at any time. If you lose this extra help during the year, your opportunity to make a change continues for two months after you are notified that you no longer qualify for extra help.

Extra help in paying for your insurance plan
People with limited incomes may qualify for extra help to pay for their prescription drug costs. If you qualify, Medicare could pay for your drug costs including monthly prescription drug premiums, annual deductibles, and co-insurance. Additionally, those who qualify won't have a coverage gap or a late enrollment penalty. Many people qualify for these savings and don't even know it. For more information about this extra help, contact your local Social Security office, or call Social Security at 1-800-772-1213. TTY users should call 1-800-325-0778. You can also apply for extra help online at https://www.ssa.gov/medicare/part-d-extra-help.

Learn more about money saving programs.

When should I fill out the disenrollment request form?
You should fill out the appropriate disenrollment form during a valid election period, if you want to change to Original Medicare only and do not want Medicare prescription drug coverage.

You shouldn't fill out the appropriate disenrollment form if you are planning to enroll, or have enrolled, in another Medicare Advantage plan or other Medicare health plan. Enrolling in another Medicare plan will automatically disenroll you from our plan.

You shouldn't fill out the appropriate disenrollment form if you are enrolling in a Medicare prescription drug plan. Enrolling in a Medicare prescription drug plan will automatically disenroll you from the plan to Original Medicare.

Until your disenrollment date, you must keep using the plan's doctors. To avoid any unexpected expenses, you may want to contact us to make sure you've been disenrolled before you seek medical services outside of the plan's network.

How do I submit the disenrollment request?
If you want Original Medicare, as described above, you may fill out the appropriate disenrollment form during a valid election period, sign it, and send it back to us at:

Independence Blue Cross
Medicare Department
P.O. Box 7330
Philadelphia, PA 19101-8957

You can also fax the form with a readable signature and date to us at 1-215-241-2275.

You can call 1-800-MEDICARE (1-800-633-4227) for information and help choosing a Medicare plan available in your area. TTY users should call 1-877-486-2048, 24 hours a day/7days a week.

2025 Medicare Advantage disenrollment forms

 

What are my Medigap rights?

If you will be changing to Original Medicare, you might have a special temporary right to buy a Medigap policy, also known as Medicare supplemental insurance, even if you have health problems. For example, if you are age 65 or older and you enrolled in Medicare Part B within the past 6 months or if you move out of the service area, you may have this special right.

Federal law requires the protections described above. Your state may have laws that provide more Medigap protections. If you have questions about Medigap or Medigap rights in your state, you should contact your State Health Insurance Program, Medicare Education and Decision Insight, or PA MEDI, at 1-800-783-7067. You can also call 1-800-MEDICARE (1-800-633-4227) anytime, 24 hours a day, 7 days a week for more information about trial periods. TTY users should call 1-877-486-2048.

If you need any help, please contact the Member Help Team.

Medicare Supplement (Medigap) disenrollments

Please complete the following form to cancel Security 65 or MedigapSecurity plan coverage. Once you have completed and signed the form, please mail or fax to:

Independence Blue Cross
Medicare Department
P. O. Box 13713
Philadelphia, PA 19101-3713

Fax: 215-238-2289

Cancellation Request Forms (without Estate)

Cancellation Request Forms (with Estate)

How to appoint a representative

You may designate someone, such as a relative, friend, lawyer, or anyone else, to file an appeal or grievance on your behalf. This is known as assigning an appointed representative. To do this you must:

  1. Download the Appointment of Representative Form. It can also be found on CMS's website
  2. Fill out the form. Both you and the person you are assigning to represent you must sign and date it.
  3. Send the form back to us at the address below:
    Medicare Appeals Unit
    P.O. Box 13652
    Philadelphia, PA 19101-3652

You can call the Member Help Team to learn how to name your appointed representative or for assistance with filling out the form.

Benefits during disasters

In the event of a Presidential emergency declaration, a Presidential (major) disaster declaration, a declaration of emergency or disaster by a Governor, or an announcement of a public health emergency by the Secretary of Health and Human Services, but absent, or prior to the issuance of, a section 1135 waiver by the Secretary, Independence Blue Cross will:

  • Allow beneficiaries to seek care at specified non-contracted facilities (note that Part A and Part B benefits must be furnished at Medicare certified facilities);
  • Pay out of network claims, or claims where prior authorization was not obtained at the in-network benefit level;
  • Allow members to seek care from non-network providers at the in-network benefit level;
  • Waive the 30-day notification requirement to enrollees as long as all the changes (such as reduction of cost-sharing and waiving authorization) benefit the enrollee and;
  • Lift refill-too-soon edits for Part D prescription drugs;

Typically, the source that declared the disaster will clarify when the disaster or emergency is over. If, however, the disaster or emergency timeframe has not been closed 30 days from the initial declaration, and if CMS has not indicated an end date to the disaster or emergency, Independence Blue Cross will resume normal operations 30 days from the initial declaration.

We strongly encourage our members to maintain care via all applicable means including telemedicine visits through Teladoc Health or telehealth visits. Learn more about telemedicine and telehealth visits though your IBX plan.

Notice of Availability of Language Assistance Services and Auxiliary Aids and Services and Notice of Nondiscrimination - updated 4/24/2025

View our Notice of Availability of Language Assistance Services and Auxiliary Aids and Services and Notice of Nondiscrimination.

Star Ratings — updated 10/16/2024

Our Keystone 65 HMO plans were rated 4.5 out of 5 stars, and our Personal Choice 65 PPO plans were rated 4out of 5 stars for 2025.

What is the CMS Star Rating System?

The CMS Star Rating System is designed to improve health care quality and control health care costs. The ratings provide a scorecard on overall plan quality, as well as:

  • Members' compliance with preventive care and screening recommendations
  • Chronic condition management
  • Customer service
  • Access to care

How does the CMS Star Rating System benefit our members?

Our 2025 CMS Star Ratings reflect our ongoing commitment to put our members first. IBX is committed to providing high‐quality Medicare Advantage plans and prescription drug coverage that meets or exceeds all CMS quality benchmarks. To achieve this, we focus on many member initiatives including:

  • Early detection and prevention measures
  • Better customer service
  • Support with chronic condition management
  • Greater access to care

CMS rewards plans that perform well through increased funding to improve their plans. Examples of these product improvements include:

  • Providing more robust supplemental benefits
  • Reducing premiums
  • Decreasing member cost-share

The CMS Star Ratings System rates all health and prescription drug plans each year based on their quality and performance. Medicare Star Ratings help you know how well our plan is doing. You can use these star ratings to compare our plan's performance to other plans.

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Website last updated: 4/10/2025